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Summary

This technologically up-to-date book provides readers with a comprehensive introduction to office management, focusing on what office managers actually do on the job. The author¿s signature easy-to-read style is coupled with a presentation that systematically explores the full range of office management topicsoffice environment, employees, systems, and functions.Current coverage includes technological advances and their impact on office administration and managemente.g. the Internet, desk-top computers tablet PCs, DVD technology, handheld data-entry devices, USB pen drives, e-printing, Voice Over Internet Protocol, digitizing media, storage application service providers, and Six Sigma and computer misuse. Other discussions feature employee comfort trends, new techniques for forecasting employee needs, increased diversity in the workplace, benchmarking, virtual reality training, job characteristics, theory of motivation, workplace violence, new techniques of job analysis, job evaluations, small groups, new developments in heating/air-condition systems, and dealing with environmental mold.For office managers and supervisors.

Table of Contents

Preface

xxiii

Part One Principles of Administrative Office Management

The Managerial Process

1

(18)

Emerging Thrust

2

(1)

The Administrative Office Management Function

3

(1)

Objectives

4

(1)

A Career in Administrative Office Management

4

(2)

The Administrative Office Manager

6

(6)

Responsibilities

6

(1)

Challenges

6

(2)

Qualifications

8

(1)

Professionalism

9

(1)

Educational Background

10

(1)

Profile

10

(1)

Roles and Skills

10

(2)

The Evolution of Management Theory

12

(4)

Scientific Management Movement

13

(1)

Administrative Movement

13

(1)

Human Relations Movement

14

(1)

Modern Movement

14

(2)

Implications for the Administrative Office Manager

16

(3)

The Organizing Process

19

(19)

Organizational Principles

20

(5)

Definition of Objectives

20

(1)

Span of Control

21

(1)

Interrelated Functions

21

(1)

Chain of Command

22

(1)

Unity of Command

22

(1)

Authority and Responsibility

23

(1)

Work Assignment

24

(1)

Employee Empowerment

24

(1)

Organizational Structures

25

(7)

Line Structure

25

(1)

Line and Staff Structure

25

(1)

Functional Structure

26

(3)

Product Structure

29

(1)

Committee Structure

29

(2)

Matrix Structure

31

(1)

Centralization versus Decentralization

32

(2)

Factors that Determine the Feasibility of Centralization

32

(2)

Advantages of Centralization

34

(1)

Disadvantages of Centralization

34

(1)

Organization Chart

34

(1)

Informal Organization

35

(1)

Implications for the Administrative Office Manager

36

(2)

The Communication Process

38

(22)

Elements of the Communication Process

39

(1)

The Flow of Communication

40

(4)

Downward Communication

40

(2)

Upward Communication

42

(1)

Horizontal Communication

43

(1)

Small-Group Communication

44

(2)

Reasons People Belong to Small Groups

45

(1)

Advantages and Disadvantages of Small Groups

46

(1)

Large-Group Communication

46

(1)

Nonverbal Communication

46

(5)

Impact of Nonverbal Cues on the Communication Process

46

(1)

Elements of Nonverbal Communication

47

(4)

Barriers to Effective Communication

51

(1)

Development of Listening Skills

52

(2)

Elements of the Listening Process

52

(1)

Suggestions for Improving Listening

53

(1)

Application of the Communication Process

54

(4)

The Decision-Making Process

54

(1)

Conflict Resolution

55

(2)

Implementation of Change

57

(1)

Implications for the Administrative Office Manager

58

(2)

Part Two Management of the Office Environment

Office Layout

60

(24)

The Preliminary Planning Stage

63

(8)

Tasks

64

(1)

Work Flow

64

(1)

Organization Chart

65

(1)

Projection of Employees Needed in the Future

65

(1)

Communication Network

65

(1)

Departmental Organization

66

(1)

Private and General Offices

67

(1)

Space Requirements

67

(1)

Specialized Areas

67

(3)

Safety Considerations

70

(1)

Barrier-free Construction

70

(1)

Expansion

71

(1)

Environmental Conditions

71

(1)

Equipment and Furniture

71

(1)

Costing of Office Space

71

(2)

The Open Office Concept

73

(4)

Modular Workstation Approach

74

(1)

Cluster Workstation Approach

75

(1)

Landscape Approach

75

(2)

Principles of Effective Layout

77

(1)

Preparing the Layout

78

(2)

Templates

78

(1)

Cutouts

78

(1)

Plastic Models

79

(1)

Magnetic Board

79

(1)

Computer-Aided Design

80

(1)

Implications for the Administrative Office Manager

80

(4)

Office Environment

84

(25)

The Impact of the Office Environment on Employees

86

(1)

The Healthy Office Environment

86

(3)

Lighting

89

(5)

Characteristics of Lighting Systems

89

(1)

Types of Lighting Systems

90

(1)

Task/Ambient Lighting

91

(1)

Kinds of Lighting

92

(1)

Automatic Light Control Systems

93

(1)

Lighting Maintenance

94

(1)

Lighting and Video Display Terminals

94

(1)

Color

94

(4)

Color Considerations

95

(1)

Guiding Principles

96

(1)

Floor Coverings

96

(1)

Wall Coverings

97

(1)

Color of Furniture

97

(1)

Noise Control

98

(2)

Control of Office Noise

98

(2)

Control of Noise in Offices Using Open Space Planning

100

(1)

Conditioning the Air

100

(3)

Temperature of Air

102

(1)

Humidity Level of Air

102

(1)

Circulation of Air

102

(1)

Cleanliness of Air

102

(1)

Music

103

(1)

Conservation of Energy in Offices

104

(2)

The Energy Conservation Program

104

(1)

Techniques for Conserving Energy

104

(2)

Office Security

106

(1)

Implications for the Administrative Office Manager

106

(3)

Office Equipment and Furniture

109

(20)

Office Equipment

110

(10)

Planning Considerations

110

(4)

Use of Comparative Analysis Form

114

(1)

Obtaining Office Equipment

114

(4)

Equipment Maintenance Considerations

118

(1)

Replacement Considerations

119

(1)

Inventory Control Considerations

120

(1)

Office Furniture

120

(6)

New Developments in Office Furniture

122

(4)

Use of Safety and Performance Standards

126

(1)

Implications for the Administrative Office Manager

126

(3)

Selecting Office Employees

129

(35)

Sources of Potential Office Employees

132

(6)

Internal Sources

132

(1)

External Sources

133

(5)

Outsourcing

138

(1)

Hiring People with Disabilities

138

(2)

The Selection Process

140

(7)

Employee Requisition Blank

140

(1)

Job Description and Job Specification

140

(1)

Screening Interview

141

(1)

Application Blank

141

(2)

Biographical Information Blank

143

(1)

Employee Testing

143

(1)

Background and Reference Investigation

144

(1)

Selection Interview

145

(1)

Medical Exam

145

(1)

Payroll Change Notice

145

(1)

Employee File

145

(2)

Testing Programs

147

(3)

Test Reliability and Validity

147

(1)

Legal Considerations

148

(1)

Types of Testing

149

(1)

The Interviewing Process

150

(5)

Types of Interviews

150

(4)

Interviewing Mistakes

154

(1)

Affirmative Action Program

155

(2)

Federal Legislation

157

(3)

Civil Rights Act of 1964

157

(1)

Age Discrimination in Employment Act of 1967

157

(1)

Equal Employment Opportunity Act of 1972

158

(1)

Executive Orders

158

(1)

Vocational Rehabilitation Act of 1973

158

(1)

Vietnam Era Veterans' Readjustment Assistance Act of 1974

159

(1)

Pregnancy Discrimination Act of 1978

159

(1)

Americans with Disabilities Act of 1990

159

(1)

Civil Rights Act of 1991

159

(1)

Making the Decision

160

(1)

Single-Predictor Approach

160

(1)

Multiple-Predictor Approach

160

(1)

Monitoring Selection Process

161

(1)

Implications for the Administrative Office Manager

161

(3)

Part Three Management of Office Employees

Developing Office Employees

164

(21)

Orientation

165

(2)

Orientation Kit

166

(1)

Training

167

(4)

Development of Training Programs

168

(3)

Principles of Learning

171

(1)

Learning by Doing

171

(1)

Motivation

172

(1)

Knowledge of Results

172

(1)

Individual Differences

172

(1)

Organization of Learning Experiences

172

(1)

Distributed Learning

172

(1)

Whole versus Part Learning

172

(1)

Transfer of Learning

173

(1)

Learning Curve

173

(1)

Training Techniques

173

(7)

Information Distribution Techniques

174

(2)

Simulation Techniques

176

(2)

On-the-job Techniques

178

(2)

Special-Purpose Training

180

(1)

Legal Considerations in Training

181

(1)

Counseling

182

(1)

Implications for the Administrative Office Manager

182

(3)

Supervising Office Employees

185

(28)

Leadership Role

186

(3)

Behavioral Theories

186

(2)

Situational Theory

188

(1)

Functions of Supervision

189

(2)

Planning

189

(1)

Organizing

190

(1)

Staffing

190

(1)

Directing

190

(1)

Controlling

191

(1)

Characteristics of Effective Supervisors

191

(4)

Getting Others to Cooperate

191

(1)

Listening to Others

192

(1)

Delegating Tasks

193

(1)

Understanding Subordinates

194

(1)

Treating Others Equitably

195

(1)

Building Teams

195

(1)

Special Skills of Supervisors

195

(3)

Conceptual, Human, and Technical Skills

195

(1)

Teaching Skills

196

(1)

Coaching Skills

196

(1)

Counseling Skills

196

(1)

Communication Skills

197

(1)

Supervisory Training

198

(1)

Supervisory Responsibilities

198

(5)

Career Goal Planning

198

(1)

Ethical Behavior

199

(1)

Tardiness

199

(1)

Absenteeism

200

(1)

Alcoholism and Drug Abuse

201

(1)

Stress and Burnout

202

(1)

Sexual Harassment

202

(1)

Multicultural Issues

203

(1)

Disciplining Employees

203

(2)

Terminating Employees

205

(2)

Workplace Violence

207

(1)

Working with a Union

208

(2)

Duration of Agreement

208

(1)

Union Security

208

(1)

Management Prerogatives

209

(1)

Wages and Hours

209

(1)

Promotion, Layoff, and Recall

210

(1)

Discipline of Members

210

(1)

Grievances

210

(1)

Strike Clauses

210

(1)

Implications for the Administrative Office Manager

210

(3)

Motivating Office Employees

213

(21)

Basic Human Traits

214

(2)

Ability

214

(1)

Aptitude

215

(1)

Perceptions

215

(1)

Self-concept

215

(1)

Values

215

(1)

Interests

215

(1)

Emotions

215

(1)

Needs

215

(1)

Personality

216

(1)

Motivational Process

216

(1)

Theories of Motivation

217

(9)

Hierarchy of Needs Theory

217

(3)

Motivation-Hygiene Theory

220

(2)

Needs Theory

222

(2)

Equity Theory

224

(1)

Expectancy Theory

225

(1)

Reinforcement Theory

225

(1)

Job Characteristics Theory

226

(1)

Goal Setting

226

(1)

Attitude of Management

227

(1)

Changing Employee Values

227

(1)

Employee Motivation Techniques and Strategies

228

(1)

Do's and Don'ts of Motivation

229

(1)

Handling Employee Frustration

230

(1)

Manifestation of Frustration

230

(1)

Implications for the Administrative Office Manager

231

(3)

Appraising Performance of Office Employees

234

(22)

Uses of Performance Appraisal

235

(1)

Characteristics of Performance Appraisal Programs

236

(1)

Establishment of Performance Standards

236

(1)

Methods of Performance Appraisal

237

(11)

Graphic Rating Scale Appraisal

237

(3)

Paired Comparison Appraisal

240

(1)

Checklist Appraisal

241

(1)

Simple Ranking Appraisal

241

(1)

Forced Choice Appraisal

242

(1)

Critical Incidents Appraisal

242

(1)

Peer Rating Appraisal

243

(1)

Group Rating Appraisal

243

(1)

Self-Appraisal

243

(1)

Narrative Appraisal

244

(1)

Field Staff Review Appraisal

244

(1)

Results-Oriented Appraisal

244

(1)

Behaviorally Anchored Rating Scales Appraisal

245

(1)

Mixed Standard Scales Appraisal

246

(1)

Computerized Appraisal

247

(1)

Rating Errors

248

(1)

Halo-Horns Effect

248

(1)

Influence of Recent Performance

249

(1)

Bias

249

(1)

Central Tendency

249

(1)

Extreme Ratings

249

(1)

Analysis of Appraisals

249

(1)

Appraisers of Performance

250

(1)

Appraisal Interviews

251

(1)

Employee Promotion

252

(1)

Implications for the Administrative Office Manager

253

(3)

Analyzing Jobs of Office Employees

256

(18)

The Nature of Job Analysis

257

(1)

Uses of Job Analysis

257

(1)

Job Analysis Program

257

(7)

Questionnaire Method

259

(3)

Interview Method

262

(1)

Observation Method

263

(1)

Daily Log Method

264

(1)

Combination of Methods

264

(1)

Describing the Job

264

(7)

Job Description

265

(4)

Job Specification

269

(2)

Uses of Job Descriptions and Job Specifications

271

(1)

Implications for the Administrative Office Manager

271

(3)

Evaluating Jobs of Office Employees

274

(15)

Job Evaluation Methods

275

(11)

Ranking

275

(1)

Job Grading

276

(2)

Factor Comparison

278

(4)

Point Evaluation

282

(3)

Computer-aided Job Evaluation

285

(1)

Adopting a Job Evaluation Method

286

(1)

Job Evaluation Committee

286

(1)

Implications for the Administrative Office Manager

286

(3)

Administering Salaries of Office Employees

289

(28)

Salary Administration Program

290

(3)

Goals of Salary Administration Program

290

(1)

Policies and Procedures of Salary Administration Program

291

(1)

Responsibility for Salary Administration Program

292

(1)

Determining Salary Structure

293

(6)

Factors Affecting Salary Structure

293

(2)

Developing a Wage Curve

295

(4)

Incentive Pay

299

(2)

Types of Incentive Pay Plans

299

(2)

Performance-based Pay

301

(1)

Trends in Salary Administration

301

(1)

Legally Required Benefits

302

(1)

Social Security

302

(1)

Workers' Compensation

303

(1)

Unemployment Compensation

303

(1)

Disability Insurance

303

(1)

Fringe Benefits

303

(7)

Paid Holidays

303

(1)

Paid Vacations

304

(1)

Sick Leave

304

(1)

Paid Personal Days

304

(1)

Educational Assistance

305

(1)

Life Insurance Programs

305

(1)

Health Care Insurance

305

(1)

Disability Insurance

305

(1)

Health Maintenance Organizations

305

(1)

Preferred Provider Organizations

306

(1)

Medical and Fitness Facilities

306

(1)

Maternity Leave

306

(1)

Employee Assistance Programs

307

(1)

Pension Plans

307

(1)

Profit Sharing

308

(1)

Child-Care Services

308

(1)

Car Pools

308

(1)

Cafeteria Services

308

(1)

Company Discounts

308

(1)

Wellness Programs

309

(1)

Eldercare

309

(1)

Reimbursement Account Programs

309

(1)

Time-off Bank

309

(1)

Federal Legislation

310

(3)

Fair Labor Standards Act

310

(1)

Equal Pay Act

310

(1)

Civil Rights Act

311

(1)

Walsh-Healey Act

311

(1)

Davis-Bacon Act

311

(1)

Pregnancy Discrimination Act

311

(1)

Pension Reform Act

311

(1)

Age Discrimination in Employment Act

312

(1)

Economic Recovery Tax Act

312

(1)

Deficit Reduction Act

312

(1)

Consolidated Omnibus Budget Reconciliation Act

313

(1)

Family and Medical Leave Act of 1993

313

(1)

Health Insurance Portability and Accountability Act (HIPAA) of 1996

313

(1)

Implications for the Administrative Office Manager

313

(4)

Measuring Output of Office Employees

317

(18)

Nature of Work Measurement

318

(1)

Objectives of Work Measurement

318

(1)

Advantages

319

(1)

Characteristics of Measurable Office Activities

319

(1)

Work Measurement Program

319

(2)

Work Measurement Techniques

321

(8)

Production Records

322

(1)

Work Sampling

323

(2)

Time Study

325

(2)

Micromotion Study

327

(1)

Predetermined Standard Time Data

328

(1)

Performance Leveling

329

(2)

Work Standards

331

(1)

Advantages of Work Standards

331

(1)

Types of Standards

331

(1)

Implications for the Administrative Office Manager

332

(3)

Improving Productivity of Office Employees

335

(24)

The Productivity Dilemma

336

(1)

The Productivity Improvement Program

337

(6)

Characteristics of Successful Programs

337

(2)

Steps in Developing a Productivity Improvement Program

339

(3)

Measuring Office Productivity

342

(1)

Productivity Improvement Techniques

343

(13)

Job Design

343

(2)

Flextime

345

(2)

Job Sharing

347

(1)

Management by Objectives

347

(2)

Job Security

349

(1)

Employee Participation

349

(1)

Quality Circles

349

(1)

Quality of Work Life

350

(1)

Employee Assistance Programs

351

(1)

Communication

351

(1)

Burnout Reduction

351

(1)

Incentives

352

(1)

Mental and Emotional Stress Reduction

352

(1)

Team Building

353

(1)

Problem Solving

354

(1)

Time Management

355

(1)

Alternative Workweek

355

(1)

Total Quality Management

356

(1)

Implications for the Administrative Office Manager

356

(3)

Part Four Management of Office Systems

Systems Analysis

359

(23)

The Systems and Procedures Concept

360

(4)

Definitions

361

(1)

Objectives

361

(1)

Advantages and Disadvantages

361

(1)

Characteristics of Systems

362

(1)

Elements of Systems

362

(2)

New Developments in Systems and Procedures Design

364

(1)

The Systems and Procedures Staff

365

(1)

Designing or Modifying Systems

366

(1)

Systems and Procedures Tools

367

(12)

Workload Chart

367

(2)

Flow Process Chart

369

(3)

Office Layout Chart

372

(1)

Right-and Left-Hand Chart

372

(1)

Operator-Machine Process Chart

372

(4)

Horizontal Flow Process Chart

376

(1)

EDP Block Diagram

377

(2)

Implications for the Administrative Office Manager

379

(3)

Computer Technology

382

(35)

Computer Generations

383

(2)

Classifications of Computers

385

(5)

Classification by Category

386

(1)

Classification by Size

386

(4)

Components of Computer Systems

390

(16)

Input

391

(10)

Storage

401

(2)

Arithmetic/Logic Unit

403

(1)

Control Unit

404

(1)

Output

404

(2)

Computer Instructions

406

(3)

Distributed Data Processing

409

(2)

Managing Computer Problems

411

(2)

Computer Power Problems

411

(1)

Computer Viruses

412

(1)

Computer Misuse

413

(1)

Data Warehousing

413

(1)

Utility Computing

414

(1)

Implications for the Administrative Office Manager

414

(3)

Telecommunications Technology

417

(33)

The Nature of Telecommunications

418

(10)

Communication Channels

418

(3)

Transmission Modes

421

(1)

Networks

422

(4)

Transmission Speeds

426

(2)

Duplexing

428

(1)

Modems

428

(1)

Telephone Platforms

428

(12)

Types of Telephone Platforms

429

(1)

LAN Telephone Systems

429

(2)

Grade of Service

431

(1)

Telephone Features and Options

432

(1)

Unified Messaging

433

(1)

Other Devices Using Telephone Lines

433

(5)

Call Processing

438

(1)

Telephone Interconnect Equipment and Services

439

(1)

Intraorganizational Communication Devices

440

(1)

Telewriter

440

(1)

Intrafax

440

(1)

Closed-Circuit Television

440

(1)

Paging Systems

440

(1)

Management of Telecommunications Services

441

(1)

Controlling Telecommunications Costs

441

(1)

Telecommuting and Telecommunications

442

(1)

The Internet

443

(5)

History of the Internet

444

(1)

Internet Characteristics

444

(1)

Internet Services

445

(3)

Implications for the Administrative Office Manager

448

(2)

Applications Software

450

(24)

A Historical Perspective

451

(1)

Types of Applications Software

452

(1)

Sources of Applications Software

453

(2)

Use of Integrated Applications Software Programs

455

(1)

Common Applications Software Used in the Office

456

(1)

Word Processing Software Programs

456

(4)

The Beginning of the Revolution

457

(1)

Steps in the Word Processing Cycle

458

(2)

Spreadsheet Software Programs

460

(3)

Functions of Spreadsheets

461

(1)

Features of Spreadsheet Software Programs

462

(1)

Database Software Programs

463

(3)

Database Software Program Characteristics

463

(1)

Features of Database Software Programs

464

(2)

Presentation Software Programs

466

(2)

Output Options

466

(1)

Creating Output Using Presentation Software

466

(2)

Desktop Publishing Software Programs

468

(1)

Preparing Camera-Ready Copy

468

(1)

Features of Desktop Publishing Software

469

(1)

Scheduling Software Programs

469

(2)

Implications for the Administrative Office Manager

471

(3)

Records Management and Micrographics

474

(33)

The Records Cycle

476

(1)

Organizing a Records Management Program

477

(19)

Objectives of the Records Management Program

477

(1)

Policies of the Records Management Program

477

(1)

Organization of the Program

478

(1)

Filing Systems

479

(2)

Personnel

481

(1)

Records Retention

482

(2)

Storage and Retrieval of Records

484

(8)

Records Retention

492

(1)

Disposition of Records

493

(2)

Evaluating the Records Management Program

495

(1)

The Records Management Manual

496

(1)

Document Management Systems

497

(1)

Imaging Systems

497

(8)

Scanned Images

499

(1)

Micrographics

499

(5)

Electronic Images

504

(1)

Implications for the Administrative Office Manager

505

(2)

Part Five Management of Office Functions

Forms Design and Control

507

(20)

Forms Control Program

508

(4)

Step 1: Cataloging Forms

508

(1)

Step 2: Classifying Forms

509

(1)

Step 3: Analyzing Forms

510

(1)

Step 4: Eliminating Forms

510

(1)

Step 5: Consolidating Forms

510

(1)

Step 6: Developing Design Guidelines

511

(1)

Step 7: Developing Forms

511

(1)

Step 8: Printing Forms

512

(1)

Step 9: Maintaining Perpetual Supply Inventory

512

(1)

Types of Office Forms

512

(5)

Continuous Forms

512

(2)

Unit-Set Forms

514

(1)

Carbonless Forms

514

(1)

MICR Forms

515

(1)

OCR Forms

515

(1)

Mark-Sense Forms

515

(1)

Electronic Forms

515

(2)

Forms Design

517

(6)

Design Elements

518

(4)

Forms Design Software

522

(1)

Forms Design Illustrated

523

(1)

Professional Forms Services

523

(2)

Implications for the Administrative Office Manager

525

(2)

Office Reprographics and Mail Services

527

(24)

Organization of the Reprographics Center

528

(4)

Determining Needs

528

(1)

Centralized Control

528

(1)

Personnel

529

(1)

Layout

529

(1)

Policies and Procedures

530

(1)

Maintenance of Equipment

531

(1)

Standards

531

(1)

Cost Control

532

(1)

Equipment

532

(1)

The Copying Process

532

(6)

Copying Equipment Requiring Sensitized Paper

532

(2)

Copying Equipment Using Plain Paper

534

(3)

Monitoring Copier Usage

537

(1)

The Printing Process

538

(1)

Offset Process

538

(1)

Spirit Process

538

(1)

Stencil Duplication

538

(1)

Copy Printer

539

(1)

The Imprinting Process

539

(1)

Signature Machines

539

(1)

Impression Stamps

539

(1)

Numbering Devices

539

(1)

Auxiliary Equipment

540

(1)

Automatic Collators

540

(1)

Binders

540

(1)

Desktop Publishing

540

(1)

Folding Equipment

541

(1)

Mechanical Devices for Transporting Internal Correspondence

541

(1)

Pneumatic Tubes

541

(1)

Conveyor Systems

541

(1)

Electric Mail Carts

541

(1)

The Mailroom

542

(7)

Mailroom Personnel

543

(1)

Mailroom Layout

544

(1)

Mailroom Equipment

545

(2)

Conserving Mailing Costs

547

(1)

Courier Services

548

(1)

Online Mailing Services

548

(1)

Related Services

548

(1)

Implications for the Administrative Office Manager

549

(2)

Quality and Quantity Control

551

(18)

The Process of Control

552

(1)

Objectives of Control

553

(1)

Advantages of Control

553

(1)

Elements of Control

553

(1)

Factors to Control

553

(1)

Identification of Anticipated Results

553

(1)

Measurement Devices

554

(1)

Application of Corrective Measures

554

(1)

Quality Control

554

(6)

Quality Control Techniques

555

(3)

Total Quality Management (TQM)

558

(1)

Six Sigma

559

(1)

Quantity Control

560

(3)

Controlling Fluctuations

561

(1)

Short-Interval Scheduling

561

(2)

Work Scheduling

563

(4)

Work Scheduling Devices

564

(3)

Implications for the Administrative Office Manager

567

(2)

Budgetary and Cost Control

569

(16)

Budgeting

570

(5)

Purposes of Budgeting

570

(1)

Advantages of Budgeting

570

(1)

Limitations of Budgeting

570

(1)

Prerequisites for Successful Budgeting

570

(1)

Budget Preparation

571

(4)

Zero-Based Budgeting

575

(1)

Budgetary Control

576

(2)

Cost Control

578

(4)

Techniques for Controlling Office Operating Costs

579

(1)

Taking Corrective Action

580

(1)

Controlling Office Costs

581

(1)

Implications for the Administrative Office Manager

582

(3)

Index

585

Excerpts

As with earlier editions of this text, my goal at the outset of the revision process was to create a technologically current product its users would find informative, highly readable, pedagogically sound, and technically accurate. I believe I have succeeded in this regard. Because the area of administrative office management has a heavy technological foundation, change often occurs at a mind-boggling rate. Nevertheless, during the production process, content updates to reflect these new developments occurred during this revision until the last possible moment. Often accompanying advancements in technology are changes in processes and procedures. This revision has also captured these kinds of changes. From a technological standpoint, two developments--the desktop computer and the Internet--have had a profound impact on administrative office management. During the early development of these two phenomena, very few individuals likely predicted with a high degree of accuracy the nature of the impact they would have on administrative office management. Nonetheless, one prediction is crystal clear: Change will continue, often at a blazing rate. Much of it will be technologically driven, requiring adaptation of processes and procedures. Pedagogical Devices A number of pedagogical devices, some of which are new and others which are retained from earlier editions, are found in this text. Among the devices found in each chapter are the following: Chapter Aim: Gives the learner the expected outcome following his or her studying the content of the chapter. Chapter Outline: Provides the learner with a list of headings and subheadings in each chapter. Chapter Terms: Identifies the list of key terms found in the chapter. Marginal Definitions: Gives a brief definition of the key terms found in the chapter near where they are first used. Implications for the Administrative Office Manager: Provides a brief discussion of the how the chapter''s content impacts the job of the administrative office manager. Review Questions: Includes a list of questions based on the content found in the chapter. Discussion Questions: Offers a brief scenario that allows students to become engaged in a discussion of how they would handle a situation relevant to the chapter''s topic. Student Projects and Activities: Provides several "enrichment" projects and activities, based on the content of the chapter. One of the three in each chapter involves the use of the Internet. Minicase: Provides a description of a situation, followed by one or more questions based on the situation. The minicase found in each chapter can be used in a variety of ways, including for class discussion or to provide the basis for a written analysis. Case: Provides a description of a situation, followed by one or more questions that the learner will answer, based on his/her background knowledge obtained from reading the chapter. The case found in each chapter can also be used in a variety of ways, including use for class discussion or use to provide the basis for a written analysis. Other pedagogical features include the following: Highly readable writing style. Figures that add understanding to chapter material. Photos that add value to chapter content. In addition to these pedagogical devices/features, this product is accompanied by a student''s Web site. For each chapter, the Web site contains the following features: Chapter overview, multiple-choice and true-false questions that are electronically graded, an Internet search feature, and most of the textual content found on the PowerPoint slides. Students are able to supply the missing content when viewing the instructor''s PowerPoint slides. Instructor Aids A number of instructor aids accompany this text, including the following: Instructor''s Manual (hard copy) accompanied by the Instructor''s CD. The Instructor''s Manual contains answers to review questions, responses to discussion questions, and solutions to the minicase and case found at the end of each of the 25 chapters. In addition, it contains time schedules, sample course objectives, sample teaching procedures, and information about supplementary teaching material. The Instructor''s CD, on the other hand, contains PowerPoint slides, the testbank (in both Word and Word Perfect formats), and lecture notes for each chapter. The advantage of maintaining these features in electronic format is that instructors are able to modify content to meet their individual needs. For instructors who wish to supplement the lecture notes found on the CD with their own lecture notes, this material can be easily added. The same holds true for modifying the PowerPoint slides, enabling them to parallel modified lecture material. Organizational Structure This text contains five basic units, with several chapters included in each unit. Among the chapters are the following: Unit I: Principles of Administrative Office Management.This unit includes chapters dealing with the following topics: the managerial process, the organizing process, and the communication process. Unit II: Management of the Office Environment.This unit includes chapters dealing with office layout, office environment, and office equipment and furniture. Unit III: Management of Office Employees.The chapters found in this unit include the following: selecting office employees, developing office employees, supervising office employees, motivating, performance appraisal, job analysis, job evaluation, salary administration, work measurement, and productivity. Unit IV: Management of Office Systems.Included in this unit are the following chapters: systems analysis, computer technology, telecommunications technology, applications software, and records management and micrographics. Unit V: Management of Office Functions.This unit includes chapters on forms design and control, office reprographics and mail services, quality and quantity control, and budgetary and cost control. Content Additions A number of new topics have been included in this edition. Among them are the following: small groups, new developments in heating/air condition systems, dealing with environmental mold, employee comfort trends, new techniques for forecasting employee needs, increased diversity in the work place, benchmarking, virtual reality training, job characteristics theory of motivation, workplace violence, new techniques of job analysis and job evaluation, O*Net, Health Insurance Portability and Accountability Act of 1996, and broadbanding. Other new topics include data warehousing, utility computing, grid computing, servers, tablet PCs, electronic transfer, DVD technology, handheld data-entry devices, USB pen drives, e-printing, computer misuse, Voice Over Internet Protocol, unified messaging, digitizing media, storage application service providers, and Six Sigma.